In this day and age of social media we hear people rant about terrible customer service they receive all the time. Fortunately there are some good stories still out there, and after hearing about this one I just had to share. The wedding photography team of Easton and Laura Reynolds of LuRey Photography had their camera attached to a popular BlackRapid Strap used by many in the industry. Unfortunately the strap came loose causing Laura's camera to hit the concrete and damage their Nikon 24-70 lens. What happened next deserves to be heard.
The Reynolds sent their lens in to Nikon for repairs and learned that it would be $654 to repair the lens back to normal. They went ahead and started the repair process and then Easton sent an email to BlackRapid letting them know what had happened but didn't expect to even hear back from them. To their suprise they got a response 12 hours later from the customer service team.
We're very sorry to hear about your unfortunate incident and the damage it caused to your wife's lens. We do stand behind our products and value customer satisfaction. Please email us your estimate and we can begin the process of reimbursing you for your expenses. Could you also please email us some photos of the damaged lens? Was the issue related to the ConnectR or the FastenR coming out of the camera? We'd like to offer to send you a new strap. We'll include a return label so you can send your current strap back to us. This is a quality control issue and we'd like our production team to take a look at it. So, please email us your address and which Sport version your wife was using and we'll get a new one sent to you right away. We apologize for any inconvenience this is causing you. Looking forward to hearing back from you and making this situation right.
Not only did BlackRapid cover the cost of the lens repair but they also covered the cost for them to rent that same lens for a wedding while theirs was being repaired and of course sent them a replacement strap. Hats off to BlackRapid Straps! It is amazing to hear that a company in our industry is really going above and beyond to serve their customers. When I heard Easton sharing his story and the amazing service he was provided in a Facebook group with other photographers I just knew it deserved to be heard on a larger platform such as Fstoppers. If you need a new camera strap I can now say that BlackRapid is a company worth supporting and telling others about. You can learn more about them on their website, Facebook page or even follow them on Twitter.